UX Service Designer

What do we expect from the Global UX Service Designer?

The Global UX Service Designer will be responsible for researching customer behavior – SMBs and common customer responses to particular experiences and will create new processes to improve the problems observed throughout the end-to-end journey.

Main responsibilities:

• Ensuring best-in-class customer experience at various touchpoints throughout the service experience, identifying problem areas through key performance indicators, and proposing changes and improvements to the service experience.
• Map the E2E service experiences of users in each country and define the strategy to make them more effective.
• To be the leader of financial education initiatives in the countries in which we launch in association with go-to-market teams.
• Collaborate with multiple professionals including customer service, sales/marketing, product managers, UX designers, more to help establish a unified E2E experience from initial contact to follow-up service.
• Support the UX Design Manager and other key stakeholders to drive the overall direction of Product design.

Requirements:

• At least 3 years of relevant professional experience, with experience as a primary contributor to multiple high impact projects in B2B and B2C, financial services/fintech experience preferred.
• Portfolio: A robust online portfolio that demonstrates your end-to-end service design
• Extensive experience in service design and process improvement

Soft Skills: 

• Collaboration: Ability to work cross-functional with go-to-market teams and product teams to develop and implement effective service design practices
• Efficiency: You know when to rely on experience, but also when to propose initiatives to fill the gaps.
• Motivation: Passionate about UX and the Z-Tech mission around the financial inclusion of SMEs.